BA apologises to delayed passengers
British Airways has apologised to passengers disrupted by delays caused by severe weather and has drafted in additional staff to help with enquiries.
A spokeswoman told TravelMole the airline is reviewing its schedule for Tuesday, but does not expect any issues on Wednesday.
In a statement, BA said: "We are very sorry that customers continue to suffer from the disruption to flights at Heathrow caused by the severe weather conditions that have affected airports across northern Europe.
"Time spent on de-icing aircraft to ensure safe operation plus air traffic control restrictions and the re-positioning of aircraft and crews from yesterday have led to further cancellations and delays today.
"We understand how frustrating this experience is for customers and we are offering refunds for those who no longer wish to travel from Heathrow today or tomorrow regardless of whether their flight is cancelled or not.
"We are also offering the opportunity for anyone not wishing to travel today or tomorrow to rebook their flight up until December 18.
"Customers who have had their flight cancelled can rebook to travel up to 14 days after the date of their original booking, subject to availability. We will also rebook customers with other carriers and to alternative destinations so that they can travel as soon as possible.
"We have additional staff at our call centres and at Heathrow to help customers and will continue to include all the very latest information for customers on ba.com."
Consumers’ association Which? said BA had a duty to inform customers of their rights.
Alex Neill, Which? managing director of home products and services, said: "Passengers who have had their British Airways flights cancelled at short notice will question why they have been left stranded when many other carriers continue to run a relatively on time schedule of flights from Heathrow.
"We welcome BA confirming to us that it will rebook passengers on alternative flights and, importantly, that this will include booking seats with other airlines so that passengers can travel as soon as possible. Where legally obliged, it must also inform passengers of their rights and proactively pay compensation and reimburse reasonable out of pocket expenses.
"This is yet more proof of why automatic compensation needs to be introduced."
Lisa
Lisa joined Travel Weekly nearly 25 years ago as technology reporter and then sailed around the world for a couple of years as cruise correspondent, before becoming deputy editor. Now freelance, Lisa writes for various print and web publications, edits Corporate Traveller’s client magazine, Gateway, and works on the acclaimed Remembering Wildlife series of photography books, which raise awareness of nature’s most at-risk species and helps to fund their protection.
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